|
|
|
|
|
In circuit-based operations, calls may go from a switch, such as a DEFINITY or MultiVantage system, to the IR system or directly from the public switched telephone network (PSTN) to the IR system.
Circuit-based operations with a switch
When a switch is used, direct digital trunk connections are set up between the switch and the Avaya IR system. A variety of digital protocols are available.
Because an Avaya IR system is on the LAN, it can communicate with:
Recorded speech files may reside on the hard drive of the Avaya IR system, or on a speech server. The Avaya IR system retrieves information from databases and converts it into spoken information for callers. Calls may then go back to the switch for distribution. Interactions are controlled by voice response applications. Optional features, such as ASAI and CTI, enhance communications with switches and telephony systems. The following figure shows a circuit-based configuration with a switch. Multiple Avaya IR systems are in use, and are referred to as a "farm."
Circuit-based operations without a switch
Alternatively, a circuit-based system can be configured so that calls from the PSTN come directly to the Avaya IR system. When configured this way, the Avaya IR system provides information requested by callers and handles call routing. The only difference is where the call comes into the enterprise. The functionality is the same. The figure that follows shows this type of configuration.
